Are you a technology fanatic with a passion for delivering top-notch service in the field or remotely? Do you support the idea of improving the community around you? Then do we have a job for you! The Library IT Support position is an entry-level opportunity to grow your current skillset by working alongside industry experts in a small team environment to provide exemplary technical support services to the public library members of the Morris Automated Information Network (MAIN).
Essential Duties and Responsibilities
- Provides desktop support to member staff and public computers both in-person and remotely.
- Utilizes the MAIN help desk ticketing system to track work progress.
- Deploys and installs new hardware/software in individual member libraries.
- Tests new hardware models and software versions prior to deployment.
- Loads standard and customized images onto new computers, or reimages older computers.
- Troubleshoots common printer, receipt printer, barcode scanner, and other standard library
- Conducts preventative maintenance.
- Coordinates with third party companies’ help desks and ticket systems.
- Installs system updates, patches, hot fixes and security configurations.
- Supports existing network infrastructure at MAIN office and member libraries.
- Ability to install LAN/WAN network configurations while properly enforcing system standards.
- Works with ISPs to resolve and prevent network-related problems.
- Assesses and makes recommendations to improve members’ overall network infrastructure.
- Updates job knowledge by participating in educational opportunities.
- Engages in ILS cross-training when necessary.
- Performs other duties as assigned.
Education, Experience & Certification:
- Bachelor’s degree in Computer Science or related field
- Exemplary skills, experience and/or an alternative associate’s/technical degree may be substituted
- 2 years of experience working in a library or public access environment strongly preferred
- Proven track record of delivering excellent customer service in a professional environment
- Understanding of or ability to learn the principles of LAN, proxy/file/backup servers, VOIP solutions, firewall management, load balancers, VPN, networking protocols, and telephony and cloud technologies (experience with Cisco/Meraki preferred)
- Understanding of or ability to learn administration of a print/time management system (Envisionware experience strongly preferred)
- Understanding of or ability to learn IP addressing and subnetting.
- Understanding of or ability to learn the principles of integrated library system software (Innovative/Polaris experience strongly preferred)
- Ability to learn Google Suite administration
- Ability to learn basic Word Press web administration
- Adept at using Microsoft Office and Adobe Creative Suite software products
- History of using critical thinking skills to solve unique challenges
- History of taking initiative and perpetually integrating new technologies and products
- Ability to work independently and in a team environment
- Ability to maintain confidentiality
- Ability to interact with people with varying levels of knowledge or expertise of information technology
- Ability to present ideas effectively, both orally and in writing
- Ability to be customer-focused, thrive in a small team atmosphere, work independently, multi-task, be self-motivated, and maintain geniality
Working Conditions and Physical Requirements
The position is scheduled for a 35 hour work week and requires the ability to work on a flexible schedule, with occasional evening and weekend hours. MAIN is a 501(c)(3) nonprofit organization and is not subject to the “New Jersey First” state residency requirements.
Work is performed primarily at the MAIN consortium office located at 16 Wing Drive in Cedar Knolls and at member library facilities. This position requires a valid driver’s license and the ability to have transportation to make library site visits and attend meetings outside the office.
Work is performed primarily in a busy office environment while sitting at a desk or computer station, or while standing for extended periods of time. Physical exertion may be required to lift office supplies and library materials up to 25 pounds. Specific vision abilities include close vision and the ability to adjust focus. The need to respond to competing needs or meet deadlines could cause stress at times. Equipment used includes computers and various office machines.